You can use collaboration as a delivery channel to send alerts of different types of
events or situations in Oracle Field Service to collaboration users (for
example, mobile workers, help desk operators, and resources). Also, you can broadcast
notifications or alerts to collaboration user groups or help desk groups on occurrence
of an event or when a predefined condition is met in Oracle Field Service.
For example, assume that you want to notify the resource
using collaboration as a delivery channel when a activity is created
in Oracle Field Service. Assume that the message
scenario, new appt is associated with the Activity is Created launch condition and has a scenario
step, Collab Alert.
Here's what to do
- Log in to Oracle Field Service as
a Administrator.
- Click Configuration, Message Scenarios.
- Select the Collab Alert scenario step.
- Select Collaboration from the Delivery Channel drop-down list in the Settings tab.
- Select one of these options from the Recipient drop-down list:
- Resource: Delivers message to the resource associated with the launch
condition. By default, Oracle Field Service considers the language and time zone
of the user associated with the resource. If the collaboration permission is not configured
for the resource, then the message scenario displays a False Method
status in the Messages tab of the Activity Details
page for the scenario step.
- use static address: Enables you to send the message to specific users, user
groups, and helpdesks. Click Add New and search for the required users,
user groups, and helpdesks. Select the required users, user groups, and helpdesks to add them
to the Recipients section. You must enter at least three letters in the
Search field to search for the required users, user groups, and
helpdesks.
- Enter the message content in the Subject and Body fields of the Patterns tab.
The default language of the company is configured on the
Preferences page,
Language drop-down list and is selected
as the language for the message content. To add more languages, see
Configure the Display Page. For example, if
English is configured as the default language and if the
Subject and
Body
fields in the
Patterns tab are populated is
English, then regardless of the user’s language, the message is sent
to the recipient in English.
However, you can use the
Pattern tab to specify another
language for the message content. You can specify any one of the
languages selected from the Preferences
setting as the language for the message content. For example, if
English is configured as the default language and the
Subject and
Body fields in the
Patterns tab is populated is
Spanish, then the message is sent to the recipient user in
Spanish. However, be aware that the placeholders are not
translated; they are always in English. For example if there is
a placeholder {activity_status}, it will not be translated; it
will be in English.
If the default language is not
configured then English is considered as the default language of
the recipient and the message is sent to the recipient in
English.
- Configure the required fields and click Save.
The details such as sending time and the selected delivery
channel are updated for the Scenario step.
Assume that a new activity is assigned to the resource, Phillip. The message scenario is
triggered and the Collab Alert scenario step is displayed with the
New status in the Messages tab of the
Activity Details page. When the message alert is sent to the resource,
the status in the
Messages tab of the
Activity
Details page changes to
Sent.
Note: If the scenario step is not
configured properly or if the message alert is not sent to the resource, the status in the
Messages tab of the Activity Details page changes
to Failed. However, if a message is invalidated because of an
activity-related operation in Oracle Field Service (such as delete, move, suspend
activity), the status in the Messages tab of the Activity
Details page changes to Obsolete.
For more information, see the About Collaboration Window section in the Oracle Field Service Collaboration Service Guide.